Refund and Cancellation Policy

1. REFUND & CANCELLATION POLICY

1.1 INTRODUCTION

1.1.1 Purpose and Scope

  1. This Refund & Cancellation Policy (“Policy”) defines the terms governing refunds, cancellations, and related services offered by Swapify Foods Private Limited (“Swapify,” “Company,” “we,” “us,” or “our”) for subscription meal packs.
  2. It applies to all Users (“Subscriber,” “Customer,” “you,” or “your”) who utilize our subscription services via any digital platform.

1.1.2 Acceptance of Terms

  1. By purchasing meal packs or continuing to use our platform, you agree to the provisions laid out in this Policy.
  2. Continued engagement with Swapify services confirms your ongoing acceptance of these terms and any future updates.

1.1.3 Policy Integration

  1. This Policy is an integral part of our Terms of Service and Privacy Policy.
  2. In case of conflict, this Policy shall prevail for all matters concerning refunds and cancellations.

1.2 DEFINITIONS

1.2.1 Key Terms

  1. “Active Subscription” – A currently valid meal plan not expired or terminated.
  2. “Business Day” – Any weekday excluding Saturdays, Sundays, and recognized public holidays in India.
  3. “Daily Meal Rate” – Subscription cost divided by the number of days covered by the plan.
  4. “Delivery Window” – The timeframe communicated to the User for scheduled meal delivery.
  5. “Forfeiture” – Loss of unused meals or benefits without refund upon expiry or cancellation.
  6. “GST” – Goods and Services Tax applicable under Indian laws.
  7. “Platform” – Swapify mobile app, website, or other service interfaces.
  8. “Processing Period” – Time taken to review and complete refund requests.
  9. “Refund Eligibility Period” – The timeframe during which refund claims may be submitted.
  10. “Service Fee” – Operational and administrative charges deducted during refund processing.
  11. “Subscription Category” – Classification of meal plans (e.g., vegetarian, high-protein, etc.).
  12. “Subscription Cycle” – Duration from activation to expiry of a subscribed meal plan.
  13. “UPI” – Unified Payments Interface, a real-time Indian payment system.
  14. “Vendor” – A food service provider partnered with Swapify to deliver meals.
  15. “Vendor Assessment” – Evaluation conducted by vendors to verify claims.

1.3 REFUND ELIGIBILITY AND CONDITIONS

1.3.1 General Eligibility Criteria

  1. Refund requests must be submitted during the Active Subscription period.
  2. No requests will be accepted within the final seven (7) calendar days of the subscription cycle.
  3. Refund claims are subject to Swapify and vendor verification.
  4. Requesting a refund does not guarantee automatic approval.

1.3.2 Specific Conditions for Refund Approval
Refunds may be approved for:
• Documented delivery failures
• Verified quality concerns with supporting evidence
• Technical issues in subscription activation
• Vendor-based disruptions outside user control
Refunds will not be granted for:
• Change of dietary preferences
• Voluntary vendor switches without genuine service issues
• Missed deliveries due to user unavailability
• Delayed complaints beyond eligibility period
• Claims lacking valid documentation

1.3.3 Documentation Requirements
Refund claims must include:

  1. Detailed issue summary
  2. Relevant order IDs
  3. Applicable photos or videos
  4. Time and date of the incident
  5. Supporting communication records

1.4 REFUND PROCESSING AND PAYMENT METHODS

1.4.1 Approved Payment Methods
Refunds will be processed exclusively via:
• UPI
• Direct bank transfers to original payment-linked accounts

1.4.2 Excluded Payment Methods
Refunds will not be issued through:
• Cash
• Wallets (excluding UPI)
• Third-party apps
• Cryptocurrency
• Gift cards or store credit

1.4.3 Processing Timeline

  1. Refunds will be processed within thirty (30) days of approval.
  2. Timelines may vary due to:
    a. Banking delays
    b. Documentation review
    c. Volume of requests
    d. System errors

1.5 CANCELLATION TERMS AND CONDITIONS

1.5.1 Early Cancellation Policy

  1. Cancellation may be requested anytime during the Active Subscription period.
  2. Users will receive 50% refund of the unused meal value, based on Daily Meal Rate.
  3. The remaining 50% will be forfeited as cancellation charges.

1.5.2 Deductions and Charges

  1. GST applicable on forfeited meals is non-refundable.
  2. Processing, convenience, and platform fees from the original payment are also non-refundable.

1.5.3 Cancellation Finality

  1. Approved cancellations are irreversible.
  2. Cancelled subscriptions cannot be restored or reactivated.
  3. New subscriptions must be purchased afresh.

1.5.4 Promotional Benefits and Discounts

  1. Discounts, cashback, and special pricing from the original order are excluded from refunds.
  2. Loyalty points and rewards earned during the subscription may be forfeited.

1.6 QUALITY ASSURANCE AND COMPLAINT PROCEDURES

1.6.1 Quality-Related Refund Claims

  1. Claims based on spillage, contamination, or delivery issues must be supported with:
    a. Clear photos
    b. Video documentation (if applicable)
    c. Written issue description
  2. Complaints must be raised within two (2) hours of delivery; late submissions will be declined.

1.6.2 Vendor Assessment Process

  1. Vendors will verify each complaint using internal standards.
  2. Refunds may be rejected if:
    a. Complaints lack authenticity
    b. Evidence is manipulated or unclear
    c. The issue doesn’t meet refund criteria
    d. The claim is deemed fraudulent
  3. Vendor decisions are binding and made in good faith.

1.6.3 Evidence Requirements

  1. Photos must include:
    • Problematic items or packaging
    • Visible order labels
    • Date/time stamps
    • Context of complaint
  2. Videos should clearly illustrate the problem severity and nature.

1.7 SUBSCRIPTION MANAGEMENT AND VENDOR CHANGES

1.7.1 Vendor Switching Policy

  1. Users may switch vendors only within their current subscription category and meal plan type.
  2. Vendor switches are subject to:
    a. Availability in the User’s location
    b. Compatibility with subscription preferences
    c. Technical feasibility of the change
  3. Only one vendor switch is permitted per subscription cycle to minimize operational disruption.

1.7.2 Voluntary Vendor Changes

  1. Vendor switches initiated solely by user preference are not eligible for compensation.
  2. These are treated as personal choices, not service issues, and do not qualify for refunds.

1.7.3 Service-Related Vendor Changes

  1. Vendor changes driven by documented quality, delivery, or service issues may be allowed without penalty.
  2. Such changes require evidence and must follow assessment protocols defined in this Policy.

1.8 MEAL VALIDITY AND FORFEITURE PROVISIONS

1.8.1 Meal Expiry and Forfeiture

  1. Meals not consumed within the extended validity will be forfeited with no refund or compensation.
  2. Swapify is not obligated to replace forfeited meals.

1.8.2 No Rollover Policy

  1. Meals from one subscription cycle cannot be transferred or carried forward to another cycle.
  2. Every subscription cycle is distinct and non-transferable.

1.8.3 Validity Extensions

  1. Validity extensions may be granted under exceptional circumstances at the sole discretion of Swapify.
  2. Typical extension reasons include:
    • Service disruptions
    • Platform errors
    • Force majeure situations

1.9 REVIEW AND APPEALS PROCESS

1.9.1 Review Request Procedure

  1. Users can submit a review request within three (3) business days of receiving a refund decision.
  2. Requests must include:
    a. Statement of concern
    b. New or additional evidence
    c. Grounds for appeal
    d. Contact details for follow-up

1.9.2 Review Assessment Process

  1. Each review undergoes internal and vendor consultation.
  2. Decisions are communicated within ten (10) business days.
  3. Assessments may include:
    • Re-analysis of evidence
    • Vendor feedback
    • Quality review
    • Legal compliance checks

1.9.3 Finality of Appeals

  1. Appeal decisions are final and binding.
  2. Further requests will not be entertained once a decision is issued.
  3. This process ensures adequate redressal opportunity for Users.

1.10 POLICY ABUSE PREVENTION AND ENFORCEMENT

1.10.1 Abuse Detection and Prevention

  1. Automated systems are in place to detect patterns of misuse or fraudulent refund attempts.
  2. Suspicious activities will trigger stricter verification.

1.10.2 Enforcement Actions
Violations may result in:
• Account suspension or termination
• Rejection of future refund requests
• Legal action
• Forfeiture of benefits
• Blocked service access
Swapify reserves the right to enforce based on severity and recurrence.

1.10.3 Fraud Prevention
Users found guilty of fraudulent behavior—such as falsifying evidence or coordinating fake claims—may face:
• Immediate termination
• Legal pursuit
• Permanent exclusion from services

1.11 LEGAL COMPLIANCE AND AMENDMENTS

1.11.1 Policy Amendments

  1. Swapify may update this Policy at any time without prior notice.
  2. Changes take effect once published on the Platform.
  3. Continued service use implies acceptance of amended terms.

1.11.2 Governing Law and Jurisdiction

  1. This Policy is governed by Indian law.
  2. All disputes shall be resolved under the exclusive jurisdiction of Delhi courts.
  3. Users accept Delhi jurisdiction for all proceedings.

1.11.3 Severability

  1. If any term is found invalid, remaining provisions remain enforceable.
  2. Invalid portions will be replaced by the closest lawful alternative.

1.12 CONTACT INFORMATION AND SUPPORT

1.12.1 Customer Support
For all queries and requests, contact:
Swapify Foods Private Limited
• Email: customersupport@swapify.in
• Phone: +91 7208474620

1.12.2 Business Hours
Support is available during standard hours as listed on the Platform.

1.12.3 Response Timeline
Refund inquiries are typically answered within 48 hours on business days.

1.13 ACKNOWLEDGMENT AND ACCEPTANCE

By subscribing to or using our services, Users affirm that they have read, understood, and accept the terms outlined in this Refund & Cancellation Policy. These terms, along with the Privacy Policy and Terms of Service, form the entire agreement regarding refund and cancellation matters.